Job Details
Job Description **Requisition Title**
: Luxury Customer Service Representative ( 02UEA ) we bring first-class service across each market we support. As a **Luxury Customer Service Representative** in **Asheville, NC** , youll be a part of the **Jaguar Land Rover Concierge** team, creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.Our Luxury Customer Service Representatives provide customized, easy, effortless experiences to some of the most beloved automobile brands in the world. We support luxury customers by creating relationships based on understanding customer needs, concerns, lifestyle, and preferences. In this role, team members are empowered to make decisions and think creatively - whatever is needed to drive customer loyalty. * Own the customer experience from the very beginning to the end - build rapport and anticipate needs through authentic connection and curiosity with customers.
* Promptly process and answer/resolve customer inquiries, concerns, or technical questions, determine the appropriate actions based upon job aids, research, and existing desktop solution tools and taking the appropriate action with utmost priority, speed, and accuracy to ensure service level metrics are achieved and excellent service is provided.
* Understand the use of technology, scripts, and product knowledge. Actively listens to the customer providing answers, while controlling the call to lead the customer in an efficient professional manner.
* Provide recommendations to leadership regarding the resolution of recurring problems. Assist in the formulation of problem-solving techniques for newly discovered issues.
* Maintain exceptional product knowledge as it relates to technical support. Remains knowledgeable of product and service offerings, current industry products, and technologies.
* Partner with other vendors as necessary for troubleshooting and resolution.
* Research and resolve billing or payment issues.
* Ensure that all customer contacts are properly logged into the CRM tool to allow for an accurate historical view of customer contacts manage follow-up log and audit documentation of customer files.
* Use additional resources and escalation points including diagnostic information, technical manuals, and call history log to find solutions for basic to intermediate level issues.
* Recommend changes to departmental policies and procedures to improve support services provided to the customer, as needed keep the Supervisor informed of any issues as they arise.
* Attend team and one-on-on meetings, focus groups, and training sessions as scheduled.
* Handle additional projects and assignments as needed and fit individual skillset.
* High school diploma required; Associates or bachelors degree is a plus
* 1 - 2 years of experience in customer service, training, public relations, sales, or marketing
* Previous experience supporting customers through phone interaction preferred
* Experience or interest in working with technology is preferred
* Experience with customer contact systems is required
* Strong customer service skills
* Experience with and appreciation for electronic devices and computers, along with a willingness and ability to quickly learn new technology
* Solid computer skills, internet-savvy, and experience using CRM software
**Competitive Compensation** we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.